Contact&Connect - Supporting everyone in Adult Social Care
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WHAT IS CONTACT&CONNECT?
Contact&Connect is a Multi Channel Communications Platform driving regular, planned service user engagement around a range of adult social care services, using automated telephony and texts. The service currently supports post reablement contact, community loan equipment recalls, 90 day reporting and more.
This highly configurable platform allows adult social care teams to engage with service users and identify where there is an issue and address it before it becomes a crisis. Whether supporting people coming out of reablement or carers, driving equipment returns or engaging with service users around their review process and wider satisfaction questions, teams can automate Contact&Connect to generate the responses required to then prioritise responses or report on services.
FEATURES & BENEFITS
Ability to contact hundreds/thousands of customers on a weekly basis to identify and prioritise responses to those most in need
Ability to support any ASC service with high resource demands
Ability to schedule calls & messages based on service/users/staff availability
Supporting the ‘ongoing conversation’ with clients around their care & support needs
Bespoke scripting using conditional questioning alongside ability to broadcast information
Active signposting to information & community services based on need
Fully managed and hosted service using proven technology
Simple user interface, data upload & export capabilities
Data to support local ASC strategy & decision making
Reducing the burden on the front door, OTs & ASC teams
Reducing presentation back to primary care & acute settings
HOW CONTACT&CONNECT HAS IMPACTED SUNDERLAND CITY COUNCIL
ESTIMATED ITEMS RETURNED
PEOPLE WHO MAY HAVE RETURNED TO PRIMARY CARE SETTING, HAD A FALL OR HIT CRISIS
Tracking and restocking community loan equipment is complicated and costly. Whilst many of the larger items are returned once they are no longer needed, thousands of smaller items never come back into the system – at significant cost to the council and their health and care partners. Around 50% of all equipment loaned by Sunderland to support reablement or rehabilitation is not returned; this equates to around 25,000 items per annum. The cost of unreturned items for Sunderland alone, is in excess of £1.5 million pa. Of course, thousands of these items will still be needed for long term support, but many are not being used and others will no longer be required. With 100 people being loaned new equipment every week and the added complexity of single use or multiple item loans, Sunderland worked as part of a council collaboration to deploy automated telephony to support the tracking, recovery and refurbishment of community loan equipment, and have seen consistently fantastic results, showcasing the effectiveness of their service since its inception.
VALUE OF ITEMS RETURNED
PEOPLE NO LONGER HAVE EQUIPMENT
“It’s been great to work with CC2i to pilot the use of automated telephony to better engage with our residents who have been issued with community equipment. They took the time to understand how our service works in Camden then used their expertise to develop an effective and efficient approach to deliver the best outcomes for our residents. They were really responsive to our ideas to improve the system further and quick to address any issues that arose once the system was live. We have seen good results from the system, with the automated calls leading to many items of equipment being returned to our stores and residents being able to easily report problems with their equipment.”
Tim Rising, Strategic Commissioner, Camden Council